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You have been connected to TTD Janet V .ALAIN SILVERSTON: Hello JanetTTD Janet V : My name is Janet. Thank you for contacting Charter Communications. How may I assist you?ALAIN SILVERSTON: Janet, I have a problem regarding account 200081012002ALAIN SILVERSTON: Are you still there?TTD Janet V : How may a I assist your with your account?TTD Janet V : Yes I am. Sorry for keeping you wait. I had a little problem with my database.ALAIN SILVERSTON: Well, we had a case #1752479TTD Janet V : What is that?ALAIN SILVERSTON: I am a Property Manager. I am managing a building of 44 units in which we have a business accountALAIN SILVERSTON: We already called your services a while ago. That is the reference they gave to us: #1752479ALAIN SILVERSTON: The account of our building is: 20009691012002TTD Janet V : Unfortunately, chat support is currently only available to residential customers. Our Charter Business Networks group will be happy to assist you when you call 1-800-314-7195 or when you visit their website located at www.charter-business.comALAIN SILVERSTON: For an unknown reason, your services created individual accounts to some of my tenants, charge them….and now are asking for the past dues. There should not be any individual account, just one for the buildingALAIN SILVERSTON: My problem is we are thrown from business to residential. It is a problem where both divisions are involved!!!!!ALAIN SILVERSTON: Is there some one involved in property management, like with Verizon?ALAIN SILVERSTON: Could you help me please?ALAIN SILVERSTON: are you still there?TTD Janet V : Sorry for keeping you wait.TTD Janet V : I was trying to search for your account with the phone number on the information.TTD Janet V : However, it won’t pull up the account.ALAIN SILVERSTON: The one which is a problem now is 562-xxx-xxxxTTD Janet V : I would like to check if your account has been convertered to a residential account.TTD Janet V : For me to assist you better and for security and verification purposes, may I please have the name on the account, the phone number, the service address with the zip code, the last four digits of your Social Security Number?ALAIN SILVERSTON: address avenue, apt 508, Long Beach, ca 90802ALAIN SILVERSTON: Name E. M.; 562-xxx-xxxx, address avenue, apt 508, Long Beach, ca 90802 ALAIN SILVERSTON: security code 3094TTD Janet V : Thank you for the information. May I please know who I am chatting with?ALAIN SILVERSTON: Alain SilverstonTTD Janet V : Thank you. I have your account pulled up now.TTD Janet V : How may I assist you with it?TTD Janet V : What is #1752479 that you mentioned earlier?TTD Janet V : *caseALAIN SILVERSTON: Well, I want you to delete this account, since EM has Charter through the building. There is no reason she has to pay and you charge her. It is paid by the buildingTTD Janet V : I apologize for the inconvenience. Online Chat Support does not currently support downgrade or disconnection requests. Please call us at 1-888-438-2427 to speak with a representative who can assist you with these types of requests.ALAIN SILVERSTON: I want to be in touch with someone at the edge of residential and business divisions. Is there someone?ALAIN SILVERSTON: That’s crazy we are loosing hours with this issueTTD Janet V : I am so sorry. You will need to cal the number I gave you regarding that matter.TTD Janet V : *callALAIN SILVERSTON: THEY KNOW NOTHING THERE AND THERE IS HOURS OF WAIT!!! It is crazyTTD Janet V : I apologize for the inconveniece. Since you will be canceling this account, you need to call 1-888-438-2427.TTD Janet V : You can also speak with our account specialist there.ALAIN SILVERSTON: This account has never been opened by us…but by you. Then you are charging us. And finally I need to spend hours to close it…if possible. That’s really crazyALAIN SILVERSTON: Yes, I would like to speak with your account specialistTTD Janet V : Please call 1-888-438-2427 to speak with our account specialist.ALAIN SILVERSTON: You are definitely mocking me. This phone number is unreachable. I want your supervisor, pleaseTTD Janet V : I apologize for the inconvenience, that is the only phone number you can call to speak with our account specialist.ALAIN SILVERSTON: We are paying $1,600+/month and that’s the only service you offer!!! And your supervisor!ALAIN SILVERSTON: Do you have a mediator?TTD Janet V : Please give me a few minutes while I transfer you to our online supervisor.ALAIN SILVERSTON: Thanks a lot.TTD Janet V : You’re welcome.TTD Janet V : Thank you for choosing Charter Communications.TTD Janet V has left the session.Please wait while we find an agent from the CHAT – MDVL – Advocate department to assist you.You have been connected to TTM David .TTM David : Welcome to Charter. My name is Dave. How may I help you today?TTM David : Please let me know if you are still connected to the Chat session at this time.ALAIN SILVERSTON: i am here…but doing other thingsTTM David : How may I help you?ALAIN SILVERSTON: Do you want me to come back from the beginning, or do you have access to the previous informationTTM David : I can read the chat. One moment please.ALAIN SILVERSTON: GreatTTM David : I understand your concerns. You would have to contact the business department at 1-800-314-7195 regarding this issue.TTM David : Please let me know if you are still connected to the Chat session at this time.ALAIN SILVERSTON: NO!!!!! We already did that. It is a problem between the two divisionsALAIN SILVERSTON: I need someone at the edge of the two divisionsTTM David : I apologize. We are not authorized to handle business accounts.ALAIN SILVERSTON: But who could do it? I am thrown from residential to business, that’s crazyTTM David : I apologize. The only number I have regarding business accounts is 1-800-314-7195.ALAIN SILVERSTON: You residential division, you created individual accounts…without even asking the tenants, and now you are asking them to pay for something they didn’t orderALAIN SILVERSTON: Could you put me in touch with your supervisor, pleaseTTM David : I am a supervisor. Any supervisor you speak with will tell you what I have told you.ALAIN SILVERSTON: I don’t care what they will tell me. I want my issue to be adressed!!!!! You have a supervisor, I want to speak with himTTM David : My supervisors name is Terri. I will connect you with her. One moment please.TTM TEAM LEAD Terri has entered the session.TTM David has left the session.TTM TEAM LEAD Terri : Hi. This is Terri from Charter. Please allow me a minute to review the chat sent to me. Thank you.ALAIN SILVERSTON: Hello TerriALAIN SILVERSTON: Thanks a lotTTM TEAM LEAD Terri : You are welcome. It will take me a minute or two to review.ALAIN SILVERSTON: I would be more than happy to summarize itTTM TEAM LEAD Terri : That is okay. I am almost done reviewing the chat.ALAIN SILVERSTON: okTTM TEAM LEAD Terri : As I understand this. You are the property manager for a bulk dwelling which is a business account correct?You have talked to our business department already about the individual accounts?ALAIN SILVERSTON: Yes, and they told us they solved the problem. They gave us a case number: #1752479. We thought it was solvedALAIN SILVERSTON: Until we have this new call last night of one of our tenants saying Charter is asking her to pay. I gave her information higherTTM TEAM LEAD Terri : Thank you.TTM TEAM LEAD Terri : I need to refer you call or chat with the business department as I am not authorized to touch any business related accounts, even if they are deemed residential. You can call the business department at 1-800-314-7195 or chat with them at www.charter-business.com/. I apologize but I cannot assist with this account. I have no way of looking up the case number you have provided. But if you get in touch with them, they should be better able to assist you.TTM TEAM LEAD Terri : Is there anything else that I can help you with today?ALAIN SILVERSTON: Obviously they have the same problem as yourself…they cannot touch a residential account. That’s why I am asking if you have a service, someone at the edge of residential and business divisions. Otherwise, we will go nowhere!TTM TEAM LEAD Terri : I understand. I appreciate your position.ALAIN SILVERSTON: Someone who could work on the two divisions.ALAIN SILVERSTON: I appreciate you appreciate but I need a solution!!!TTM TEAM LEAD Terri : I am sure since they gave you a case number, they are looking into correcting this issue. This may take some time.ALAIN SILVERSTON: But it is not corrected. One residential account has not be cancelled. That’s why I am here. Can you cancel it (it is a residential one)?TTM TEAM LEAD Terri : Can I get your information. Name and a good contact number. The address of the apartment complex main office. I will forward this on to your area liaison to see if they can assist you.ALAIN SILVERSTON: That would be nice…especially if it works. Address: 35 Linden Avenue, Long Beach, CA 90802. Best contact information: Alain Silverston: 562-331-4063.ALAIN SILVERSTON: What is their contact information? I would be more than happy to contact them. I want it solved. I have customers (of Charter as of my Company) who are very upset!!!

TTM TEAM LEAD Terri : Thank you. I will forward this on for you. I am not authorized to give that information out. Please allow 48-72 hours to be contacted back.TTM TEAM LEAD Terri : Is there anything else that I can help you with today?ALAIN SILVERSTON: YES, HELP ME TO SOLVE MY PROBLEM!TTM TEAM LEAD Terri : I am doing that by passing this on for you. Do you have any other questions.ALAIN SILVERSTON: No, that’s fine. Thanks for your time and your understandings. Have a good evening.TTM TEAM LEAD Terri : You are very welcome. Have a good night!If you require further assistance, go to www.charter.com/contactYour session has ended. You may now close this window.